Episode 18 – How to Get Your CEO to Tune in to Operations
Holly* is a force to be reckoned with. As the EVP of Finance Operations, she has an encyclopedic knowledge of the company. She’s the go-to person for solving problems. She revolutionized processes in recent years, increasing efficiency in some areas by as much as 22%.
But she often sees the CEO's eyes glaze over when she’s talking. She told me:
“It’s so frustrating. We bust our butts here keeping everything going no matter what. But his attention is always elsewhere. I’ve been told I give too much detail and I don’t stand out enough.”
Sound familiar?
When it seems like they are more interested in the sizzle than the steak, a tendency to over-share detail gets in your way.
In this episode, I’ll give you tips on how to up your game, so Operations can get the attention it deserves.
Find the full transcript at yourfuturerealized.com/18.
The Link Between Operations and Long-Term Strategy
Hello Ops Execs!
It is not uncommon for CEOs to have a bit of indifference towards operations. They’re focusing on long-term strategy, revenue growth, market share, and top-level optics.
According to a Harvard Business Review study, many ops executives find it tough to explain the value of their work to CEO’s.
But effective CEOs balance the big picture with the details of running the business. Ideally, your CEO should be regularly checking how their vision is being carried out.
They need at least a basic understanding of the processes. This helps them make informed decisions and provide better guidance company-wide.
And they’ve entrusted Operations to you. You can’t erase all the complexities that compete for your CEO’s attention. But it’s your job to make them aware of important matters.
As long as you keep seeing yourself as someone they don’t listen to, it’s predictable that you’ll keep proving yourself right.
So don’t give up. Get curious and creative. You may need to venture a bit outside of your comfort zone, but you can get better at drawing their attention where it’s needed.
The Secrets to Successful Executive Communication
Leading business ops requires careful attention to detail. And as the captain of ops, you have a lot you’re always aware of and juggling. It takes extra effort to effectively prioritize your talking points.
If you tend to provide too much detail, you can improve by developing your executive presence. This means increasing self-awareness, improving emotional intelligence, being mindful of your tone and body language, and sharpening your communication skills.
While it’s tempting to provide all sides of an equation, sometimes it's better to streamline. Sifting complex info down to digestible priorities is key to not overwhelming your audience. No wonder the “TL; DR” approach is so popular.
Cut the Clutter: Tailor Your Message for Maximum Impact
If you tend to get bogged down in detail, it can be tricky to find the thread of what will be most valuable to your CEO.
That HBR study I mentioned? They found it’s best to frame operations updates in ways that highlight the CEO’s concerns. There are lots of ways to tune in and strike a balance between detail and simplicity. Here are a few examples:
- Does your CEO often speak about revenue? Where your team impacts customer experience, leverage surveys to show how this translates to increased profitability.
- Is your CEO concerned with industry competition? Compare your operations to industry standards and show where your team is performing compared to competitors.
- Every CEO cares about the bottom line. If your operations team is increasing efficiency and reducing costs, show how you’re impacting the goal.
- Does your CEO love to talk about company culture and values? Frame your ideas within that context. Share stories about employees who have gone above and beyond or show how operational changes improve morale and retention.
- Does your CEO love graphics? Provide charts, graphs, and diagrams to help explain key data points and trends.
- Is your CEO more likely to listen to ideas from external sources? Consider bringing in a consultant to present data and best practices that align with your ideas and bring new energy to the room.
- Remember that EVP Holly I spoke about earlier? She now brings a 1-page summary of report-out to each meeting. This keeps her focused and on track. She’ll answer questions of course. But her colleagues always leave with a concise summary of key points and requests.
If you are unsure of what would be most useful, you don’t have to overthink it. You can just ask. It’s typically perfectly acceptable to ask for clarification. Something like: “What would be most valuable for you to hear about in my Operations updates?”
The bottom line is, you have an opportunity to step up here and build new communication muscles. Experiment to find how to give your CEO the 'sizzle' they crave without losing the 'steak' of your message.
I’ll leave you with this question: What ideas are bubbling up for tailoring your communication with your stakeholders?
Are you looking for more ideas to help you gain an edge in leading Operations? Download my free PDF, “4 Steps to Gain Control of Your Mind, Time, and Career So You Can Love Your Work Again and Advance”. You’ll find it at yourfuturerealized.com/guide.
You can’t stop the chaos, but you can change the game.
*Details have been changed to ensure privacy.
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